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Great product for getting a grasp of how real users use your website
October 21, 2021

Great product for getting a grasp of how real users use your website

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Smartlook

We use Smartlook to improve our understanding of how especially new users interact with our website. It helps us to quickly gain an understanding of how our website is being used and to remove roadblocks and unnecessary friction. We can also quickly determine how changes are received by users and how it affects their behavior.
  • Effective filtering.
  • Nice interface.
  • Good video player with many options for skipping unnecessary parts.
  • The comment option could be better. It can be hard to find other people's comments and you have to turn on the feature to see them.
  • I have heard (and consequently not tried) that Smartlook does not work well on phones. Better support for limited viewport devices could be nice.
  • Initially the product seems a little bit daunting. A bit more hand holding in the beginning or a simple walk through could be nice. Perhaps I just missed it?
  • Quick removal of friction for new users.
  • Valuable insight.
  • Time consuming to use.
I honestly haven't used the support feature you but I can see there is in-product chat support which is always very welcome. I can also see there are several videos that I need to check out. I try a lot of new tools and I always try to use them a while before I really invest time into using the support and documentation features.
Smartlook is quite easy to use. It is difficult, at least for us, to avoid having several employees spend a lot of time using it while sometimes watching the same videos. We have now resorted to using a shared spreadsheet to share insights gathered from the videos and to prevent people from spending time on the same videos.
I think Smartlook has a better interface and is overall more comfortable to use. Hotjars input anonymization feature is a bit more intuitive and less confusing though. In their current status, I would overall prefer to use Smartlook over Hotjar for most use cases. A better focus on making it easier to collaborate on watching videos would benefit both products.

Do you think Smartlook delivers good value for the price?

Yes

Are you happy with Smartlook's feature set?

Yes

Did Smartlook live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Smartlook go as expected?

Yes

Would you buy Smartlook again?

Yes

Finding out exactly how users interact with a product. For this, Smartlook is quite invaluable. Our website does employ several iFrames and it is not very suited to work with such. From a GDPR perspective, it is nice that Smartlook anonymizes user input. That does also sometimes make it a bit harder to follow what is happening, but altogether, it works quite well.